Live Commerce privacy policy
This policy explains what information Live Commerce: Visitor Chat ("the app", "we") collects, how it is used, and the choices you have. The app is provided by Barter Agencies, Gold Coast, Queensland, Australia. We handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
Who this covers
The app is used by Shopify merchants ("you"). When you turn on the Live Commerce app embed in your theme, it also processes information about shoppers visiting your store. You remain responsible for your relationship with your shoppers; we process their information only to provide the app's features to you.
Information we collect
About your store
- Your store's domain and the access token Shopify issues when you install the app.
- Your plan, read from Shopify's billing records.
- Your store's order totals and abandoned checkout counts, read from Shopify to show sales totals on the dashboard. They are held in memory for a few minutes, never saved, and we don't read customer names, emails or addresses from your orders.
About shoppers, only when your store's privacy settings and the shopper's consent allow analytics
- A random visitor ID, stored in a first-party cookie (
_lc_vid, kept for one year). - Pages and products viewed (with the product's price and photo), add-to-cart actions, and cart value and item count.
- Checkout steps reached, searches, and completed orders' value, items and order ID, from Shopify's customer events. Never names, email addresses, phone numbers or addresses.
- Device type (for example iPhone or Windows).
- Approximate location (city, state and country), worked out on our own server from the shopper's IP address, or from their browser's time zone. The IP address itself is not stored or sent to anyone.
- If the shopper is logged in to your store, their Shopify customer ID.
The app uses Shopify's Customer Privacy API. Where consent is required and not given, none of the above is collected and the visitor ID only lasts for the browser session.
Chat
- Messages a shopper sends in the chat, and the name they choose to give, if any.
- Replies you send from the app.
- If you turn on chat backup by email: the email address a shopper chooses to give in the chat, so your replies can reach them after they leave, and whether they ticked “Send me news and offers” (never ticked for them).
We do not collect payment details, addresses, phone numbers or passwords.
How we use it
- To show you who is on your store right now, what they are looking at and what is in their cart.
- To let you and your shoppers chat with each other.
- With chat backup on: to email you a shopper's chat messages when the app isn't open, and to email your replies to a shopper who gave their email and has left the store. Shoppers who ticked the news box are added to your own Klaviyo list, using the Klaviyo key you provide.
We do not sell any information or use it for advertising. The only emails a shopper gets from the app are your replies to their chat, sent on your behalf.
Service providers
- Shopify: the platform the app runs on, and its billing.
- Render: hosts the app and its database. Servers may be located outside Australia, including in the United States.
- Resend: sends the chat backup emails (the recipient's address and the email's content). Located in the United States.
- Klaviyo: only if you connect it, receives the email addresses of shoppers who ticked the news box, under your own account.
- Locations come from DB-IP's IP-to-city database, which runs on our own server (IP geolocation by DB-IP, CC BY 4.0). DB-IP receives no data.
How long we keep it
Information is kept while the app is installed. If you uninstall the app, your store's session is removed straight away. Shopify then tells us to erase the store's data 48 hours later, and we delete all of it automatically. When a customer asks Shopify to erase their information, we delete the visitor records and chats linked to their customer ID.
Security
All traffic uses HTTPS. Storefront requests go through Shopify's app proxy and are verified before they are accepted. The app is only reachable through your authenticated Shopify admin, and each store can only see its own data. Access to our hosting and database is limited to the people who maintain the app.
Your choices and requests
You can turn off the app embed or uninstall the app at any time. You, or a shopper on your store, can ask for a copy of the information we hold, ask us to correct it, or ask us to delete it, by emailing info@livecommerceapp.com. If you are not happy with our response you can contact the Office of the Australian Information Commissioner (oaic.gov.au).
Changes
If we change this policy we will update the date at the top of this page.
Contact
Barter Agencies, Gold Coast, Queensland, Australia
info@livecommerceapp.com